Why do I need a VMware Account?

In order to ensure uninterrupted access to support personnel, software downloads and technical information, you need a VMware Account.

With a VMware Account, you will be able to enter the different VMware Portals (for example; Support Contract, Support Entitlement, Order History and License portals). You access them from one login after completing a simple registration. For many existing Dell EMC Ionix customers, VMware created your account. You can manage all of your account-related activities by logging into My VMware.

You will have already received a confirmation email that holds your unique VMware Customer Number and should be used when contacting VMware Support.

How do I ensure I can log support cases?

You need to be sure you have the role of Support Administrator on your support contract. Log into the Manage Support Contract Portal. If you are listed as an administrator on Support Contracts, you will see the contract details under the Support Contracts tab. Primary License Administrators (PLAs) can also manage administrators and renew contracts here. To learn more, please visit the Support Contract FAQ -http://www.vmware.com/support/s3p/contracts_help.html.

I was given the wrong role on my company’s support contract -- what do I do?

I see my support contract and the products listed are inaccurate, what can I do?

Please review the products included (new product names), service coverage (Basic or Production), and support contract dates.

VMware did modify the way VMware vRealize Configuration Manager and VMware vCenter Application Discovery Manager are packaged and sold. The products reflected in your Support Contract reflect this new product mapping.

If you see any discrepancies or have questions, please contact our Licensing Support team via Web or telephone so we may update your records.

I have a licensing question. Who do I contact?

VMware Global Support Services is committed to helping you with not only your product technical support questions but your licensing questions as well. Our Licensing Specialists can also be reached using any of the options listed here: http://www.vmware.com/support/contacts/.

I see I have license keys in the Product Licensing Portal, but they don’t seem to work. Why not?

VMware license key(s) was generated for your product, and although it is dormant at this moment, it is available on the Licenses page in My VMware Please note that these keys will not work in the product(s) until a future version of the product is released with the licensing control software included.

You should continue to use your original product license keys. For new customers, you will receive a separate email with the license key to use in the interim.

I had an open technical support request with Dell EMC before the transfer date. What happened to my case?

VMware migrated your open support case(s) into our case management system. We added two zeros to the beginning of your 8-digit Powerlink number to follow our standard 10-digit numbering schema. This 10-digit support request number can be used anywhere it is mentioned to reference your support request number.

To view your open support requests, select Get Support from My VMware. To view Support Requests, click on View All Support Requests in My VMware Overview page.

What is the process of escalating a support case?

VMware Global Support Services (GSS) is always working to ensure that the appropriate resources and level of focus are applied to your Support Request to ensure a timely resolution. However, if you are not satisfied with the progress of your Support Request, we encourage you to request an escalation.

You can request that the Technical Support Engineer assigned to your case increase the severity level of a Support Request without an escalation if the business impact of a Support Request has changed or was not correctly recorded initially.

You can escalate a Support Request at any time either by speaking directly with the Customer Support Representative or Technical Support Engineer assigned to your request, or by requesting to speak with a Duty Manager. We highly recommend that you contact VMware GSS by telephone for escalations. This will help ensure that your request is directed to the appropriate resources as soon as possible to achieve successful and timely resolution.

I have opened a Support Request, but I need to send VMware a file larger than 10 MB. Where can I do this?

Will the product Knowledge Base articles I used to use at Dell EMC be available at VMware?

Yes. VMware has been working with Dell EMC to ensure we have converted the most important and popular Knowledge Base articles to our Knowledge Management system by July 1. We will be adding the remaining articles during the month of July, 2010. You can search for these articles on the VMware Knowledge Base.

Is there somewhere I can find all the technical support resources for my specific product?

Yes. VMware has Product Support Centers for many of our products. Our Product Support Centers direct you to many great resources, including product documentation, Knowledge Base articles, community forums, licensing help and product download sites.

Are there any forums or communities for these products?

Yes. VMware creates a Product Community forum for our products. VMware has been working with Dell EMC to ensure we have converted the most important forum threads and content to our VMware Communities by July 1. We will be adding more content over the month of July, 2010. Visit the Communities Homepage to find your product’s forum.

Where do I go to find the documentation for these products?

VMware provides a range of technical documentation on our current products, as well as on older products. This documentation includes technical manuals, release notes, tools, and libraries. Normally, all of these documents reside on the VMware Documentation page.

However, for these acquired products, technical manuals, release notes, tools, and libraries are only available to customers with an active license key. These documents will be found in product specific Download pages.

As a Service Manager customer, I used to be able to “chat” with my Technical Support Engineer; can I continue to do this?

Although not an official feature of Dell EMC’s support offerings, we understand chat was a valued method of communicating to Technical Support Engineers while troubleshooting your Service Manager product issues.

VMware does not offer chat services with support engineers as part of our support offerings. However, for Production Support customers, VMware offers live transfer of telephone calls to Technical Support Engineers.

We believe that this live transfer feature will alleviate the loss of being able to chat with support staff regarding technical issues.

How do I get hardware support for Application Discovery Manager?

If you have an active support contract for Application Discovery Manager, you will continue to receive hardware support from Dell EMC. You should log your support case with VMware and we will contact Dell EMC on your behalf. Dell EMC will then work with you directly to resolve your hardware issue.

How do I contact Technical Support?

VMware has retained the key technical support personnel who were dedicated to supporting the acquired Dell EMC Ionix products, and these engineers will continue to serve you. Starting July 1st, you will be able to contact these teams via the VMware support Web site and telephone numbers.

Where do I go to download the software for my product?

www.vmware.com/go/download_vcmAvailable to all new and existing VMware vRealize Configuration Manager customers with an active Support and Subscription contract.Software will be available for download in Q4 2010.